Adrian Swinscoe
JULY 27, 2024
This is a guest post by Cindy Mielke, VP of Strategic Partnerships at Tango. Prioritizing employee engagement and satisfaction is a critical goal for organizational prosperity. […] The post Employee expectations around rewards are changing – Businesses need to change with them first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with Zig Serafin, CEO at Qualtrics, the leading Experience Management software provider. I spoke to Zig at Qualtrics’ recent X4 event in Salt […] The post If you aren’t fixing the bigger picture, then you are just putting a band-aid on the problem – Interview with Zig Serafin of Qualtrics first appeared on Adrian Swinscoe.
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Adrian Swinscoe
JULY 27, 2024
This is a guest post by David Banaghan who is the Interim CEO at Occupop. When it comes to a productive business, happy and healthy […] The post Could introducing Mental Health Days help your business support employee wellbeing? first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with David McIntosh, who is VP and GM of Connected Stores at Instacart. David joins me today to talk about innovation in the […] The post Making in-store grocery shopping fun and going viral on TikTok – Interview with David McIntosh of Instacart first appeared on Adrian Swinscoe.
Speaker: Jennifer Wright and Nick Barron
Navigating the complexities of e-commerce requires more than just the right technology - It demands a holistic strategy that aligns platform capabilities with customer- centric design and marketing. This webinar will provide a roadmap for building a robust e-commerce strategy, guiding you through key decisions from platform selection to creating user experiences that convert, and leverage digital marketing to reach and retail customers.
Adrian Swinscoe
JULY 27, 2024
Sitting and watching the keynotes from Day One of the recent Adobe Summit, there were times when I must admit I felt a little overwhelmed by the […] The post The limiting factor to achieving personalized experiences at scale first appeared on Adrian Swinscoe.
Customer Experience Update brings together the best content for Customer Experience and Customer Management professionals from the widest variety of industry thought leaders.
Adrian Swinscoe
JULY 27, 2024
This is a guest post by Jeremy Yancey, the Head of Content at Tability. Meeting customer expectations alone is no longer enough for businesses to succeed. […] The post How to exceed customer expectations using OKRs first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with Jeff Comstock, CVP of Dynamics 365 Customer Service at Microsoft. Jeff joins me today to talk about Co-Pilot for Service, the impact […] The post Lessons learnt from testing Copilot for service across tens of thousands of service engineers – Interview with Jeff Comstock of Microsoft first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
This is a guest post from Colin Farquhar, senior vice president of enterprise IP video, and Kerry Lindsay, vice president of human resources at IPTV specialist: […] The post Overcoming cultural latency: How video technologies support today’s hybrid workplace first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
This is a guest post by Nadja Bellan-White, CEO of SS+K, an M&C Saatchi company. Financial institutions are swept up in a crisis of confidence in […] The post Financial brands need to shore up trust…or we’re all going to sink first appeared on Adrian Swinscoe.
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This comprehensive report explores the evolving landscape of customer and business expectations, with five key trends that will help you understand your customers and stay ahead of the competition. Discover how your peers are implementing AI to improve customer experience with granular insights into their CX investments and specific AI use cases. For the first time, customers prefer digital channels when interacting with a business.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is a combo podcast in which I interview (separately) Ron Secrist, Managing Director, Head of Client Experience at Citi, and Christina Sansone, Vice President […] The post Listening and taking action at scale – Interview with Ron Secrist of Citi and Christina Sansone of Dish first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
This is a guest post by Brianna Van Zanten, Customer Success Manager at InCheq In my experience, many business leaders are intimidated by the idea of […] The post How artificial intelligence in task management can transform the customer and employee experiences first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with Dr Peter van der Putten, who is Director of the AI Lab at Pega and assistant professor of AI at Leiden University […] The post We’ve only just scratched the surface of artificial intelligence – Interview with Peter van der Putten of Pega first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
It’s pretty safe to say that most businesses ask their customers for feedback these days. Most would agree that is a good thing. But, there are […] The post Now there is no excuse for not closing the loop on customer feedback first appeared on Adrian Swinscoe.
Speaker: Conrado Morlan
In this engaging and witty talk, industry expert Conrado Morlan will explore how artificial intelligence can transform the daily tasks of product managers into streamlined, efficient processes. Using the lens of a superhero narrative, he’ll uncover how AI can be the ultimate sidekick, aiding in data management and reporting, enhancing productivity, and boosting innovation.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with Simon Morris, the Area Vice President of Solution Consulting at ServiceNow. Simon joins me today to talk about ServiceNow’s new Consumer Voice […] The post The ongoing decline of brand loyalty, what’s driving it and what should be done about it – Interview with Simon Morris of ServiceNow first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
This is a guest post from Ben Mercer at Leisure Lakes Bikes. More and more businesses are finding that employees are driving activism around topics and […] The post Employee activism on the rise: The most important issues to employees and how to respond with empathy first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with Cale Urwin, Director, Data, Digital & Marketing Health Services at Bupa. I caught up with Cale recently at PegaWorld in Las Vegas […] The post There needs to be a really tight relationship between business strategy and target state architecture – Interview with Cale Urwin of Bupa first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
Given the rapid evolution of technology in the customer engagement space over the last year, and after attending a few other vendor customer events in recent […] The post PegaWorld themes speak to the top AI implementation challenges first appeared on Adrian Swinscoe.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with Daphne Costa Lopes, Global Director of Customer Success at HubSpot. Daphne joins me today to talk about customer success, why the customer […] The post The customer isn’t always right – Interview with Daphne Costa Lopes of Hubspot first appeared on Adrian Swinscoe.
Adrian Swinscoe
JULY 27, 2024
Today’s interview is with Prashaant Huria, who is the Chief Technology Officer for Unilever’s Digital Distributive Trade business. Prashaant and I connected after he spoke at […] The post How to get 2.7mln ‘Mom & Pop’ stores to adopt a new distributive trade platform – Interview with Prashaant Huria of Unilever first appeared on Adrian Swinscoe.
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